How does escalation follow the company's configured algorithm when a customer asks for a human?

When a customer asks for a human (or the AI decides to escalate), escalation follows the company's configured algorithm — routing the chat to an available human according to the rules the business sets. If a human is available, the chat is passed to them. The configurability matters because different operations route differently (by skill, availability, queue), so the escalation path…

When a customer asks for a human (or the AI decides to escalate), escalation follows the company's configured algorithm — routing the chat to an available human according to the rules the business sets. If a human is available, the chat is passed to them. The configurability matters because different operations route differently (by skill, availability, queue), so the escalation path is a policy you define rather than a fixed behaviour.